Icon Health and Fitness

Dear Mrs [redacted] ,My name is Justin L [redacted] , I am reaching out today, because of the sub-par customer service you have receivedI would like to apologize for the inconvenience and frustration you have hadI am going to get you a new unit, as well as upgrade it to a better oneI will restart the IFIT membership for year from when you receive the unit, and add additional monthsFor the extended warranty, I am sorry I can not do much on thisIt is not part of my deptExpect a call from our PR deptThey will set all this up for youI am sorry for the issue's you have had, and I will make sure we get you taken care of

Dear [redacted] , I want to apologize for the poor experience that you have had with your machine since you purchased itI have let our product replacement/refund department know that we will be either refunding or replacing your machine free of chargePlease allow them up to business days to contact you via email with the next steps in the replacement/refund process

Dear [redacted] ***, I just went and spoke to returns why you haven't gotten your refundI have told them I want the info entered MondayYou should have it next weekPlease keep this open till then

Dear [redacted] , I am so sorry for you experience with your machineI am glad we have been able to get replacement setup for youIf there is anything else you need, please let me know

Complaint: [redacted] I am rejecting this response because: although the appointment went well, the kickstand for storing the treadmill was deemed defective by the technician and the knob to hold the wire in place in its housing was not sent with the new wire/part I have not heard from you regarding this and the technician said he would fill out the notes about this issue I would like a free extended warranty which includes parts, labor and maintenance for the treadmill Anything less will be unacceptableThank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:What I would like is a letter from ICON HEALTH AND FITNESS saying that the account from FORTIVA should not have been opened and was never authorized and that the transactions / order should also have never been applied to this credit line and has since been cancelled and refundedThis will be what I need to get the credit bureau and my report taken care of with Fortiva CreditI am attaching proof that the account and order should not have been opened and correspondence with Icon Health and Fitness represenative Jake S [redacted] and Jan from BillingAlong with the letter of collections and statement from FORTIVA since Jake never cancelled the order and closed the account as he said Sincerely, [redacted]

Dear [redacted] , I am sorry for the issue's you have had with your machineI am also sorry for how long service is taking to get it repairedI would like to give you a refund on your purchasePlease let me know if this will work for youI will get is processed as fast as I can Also has the tech been back in touch with you to come finish the repair

Complaint: [redacted] I am rejecting this response because:The business did not offer me a satisfactory solution to my problemsThey offered to ship me parts for the machine, but I already have the partsWhat I asked for was a technician to help me put the machine together, since the company refused to provide me over-the-phone help or written instructions for assembly of these parts and the technician I spoke with maintained that the company didn't even have these instructionsImproved reading comprehension from the company would also be a bonus, but I suppose you can't have it all Sincerely, [redacted] ***

Dear [redacted] , I apologize for the inconvenience with your machineI have added removal to your orderThey will come and remove the machine for youPlease let me know if you need anything else

Hi,NVQ Logistics picked up the machine yesterday Sandra did call me and was responsive Complaint: [redacted] I am rejecting this response because:I have not received the refund yet When I receive the credit back to my account I will accept and closemy issue with ICON Sincerely, [redacted]

Dear [redacted] , I apologize that you have had so many issues with your machineWhat is happening now with your unit? We can get it fixed for youI also can see if we can get you some time on your accountI would like to make sure we get your machine working before we put more timePlease let me know what is needed to be fixed your machine

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis is pending their correspondence stating we would have our motherboard in about a week and it would be installed in a timely manner Sincerely, [redacted]

Dear [redacted] , I have spoken to the tech company, they have told me they set an appointment next weekPlease let me know how the repair goesI do apologize for the delay on the repair

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As suggested by Revdex.com of Utah, I have reached out to Icon 10/31/spoke to Anna (9777)At the beginning of our call Anna was unable to locate my recordsI mentioned I was following up with Icon's response to my Revdex.com complaint (Revdex.com ID: [redacted] / Nordic Track Resolution No: [redacted] / PayPal Work Case No: [redacted] ) Several minutes later, Anna located my informationIcon has confirmed and I have agreed to the Destroy Authorization [redacted] of the product as well as a full refund issued by Icon (established 10/26/2016) of $1,Confirmation No: [redacted] The full refund will be processed within 3-weeks from 10/26/ Sincerely, [redacted]

Dear [redacted] ***,I apologize that this has happened to youI have found a board for you and should be placed todayIt should ship Monday or TuesdayA new service order is going to be setup and you should hear from them next weekLet me know if you have any questions or concernsI apologize that this has gone on this long

Dear [redacted] ***,I apologize that we have failed to deliver your unit on timeI have talked to a shipping companyThey stated they can deliver it as soon as the 9thYou should have a call from them any dayI can request for another credit for the troublesSorry for the inconvenience

Dear [redacted] , I am sorry that your machine came brokenI do see you spoke to returns today, and they are escalating it for returnYou should get call any day for the return, if you do not hear anything by Tuesday please let me know

Dear [redacted] ,I am looking over your accountand I see a PR has been submittedIf I am reading this right, you should be getting your machine replacedIs this what you have been toldPlease let me knowThanks,

Dear ***,I apologize for the time that your machine has been downIf you will email us when the machine is repairedWe can add the exact time for youEmail it to [redacted] @iconfitness.comHe will be able to add the time and get you taken care of

Dear [redacted] ***, I want to apologize for the confusion with your last service orderI have setup a technician to come out and fix your machineI am also sending a motorThe order # is [redacted] Please let me know if you need anything else